Job Responsibilities:

* Conduct language training sessions for individuals and groups, focusing on
improving communication skills and soft skills, including verbal and
non-verbal communication

* Develop and implement sales training programs, including workshops and
one-on-one coaching sessions.

* Provide support and guidance to agents, helping them overcome language
barriers and build confidence in their communication skills

* Serve as the liaison between Quality/Operations/Training from a learning and
development perspective.

* Ability to analyze performance data from a Sales/Customer experience
perspective and provide actionable insights

* Develop and execute strategies to improve CSAT/Sales metrics through engaging
contests and refresher initiatives.

* Conduct assessments to identify areas of improvement and implement action
plans accordingly.





* Perform training needs analysis, prepare action plans, and report on
progress and improvements.

* Lead refresher training sessions based on TNI findings and conduct
calibration sessions.

* Familiarity with call monitoring, TNI (Training Needs Identification), and
implementation of improvements.

* Work closely with new hires to enhance their communication skills and ensure
consistent performance.

* Document coaching sessions and track progress to measure the impact of
training efforts.

* Stay up-to-date with industry trends, sales techniques, and market
conditions.

* Solid collaboration with internal partners (Quality/Operations/Training) to
ensure metrics are met

📌 Lead Associate (Gurugram)
🏢 IGT solutions
📍 Gurugram